Returns & Refund Policy

This Returns & Refund Policy explains how returns, refunds, exchanges and damaged orders are handled at SOLODock.

If you need help with a return, contact us at help@solodock.co.uk before sending anything back.

1. 30-day return policy

We offer a 30-day return policy.

You have 30 days from receiving your order to contact us and request a return.

To start a return, email help@solodock.co.uk with:

Your order number
Your name and email address used at checkout
The reason for return
Photos of the product and packaging, if requested

Please do not send your item back before contacting us. Returns sent without contacting us first may take longer to process.

2. Change-of-mind returns

If you change your mind, the item should be returned in a clean, unused, undamaged and resellable condition.

Where possible, please return the product with:

All original parts
Any included screws, tools, liners, cables or accessories
Original packaging, if available
Proof of purchase or order confirmation

You are allowed to inspect the product, but it should not be installed, modified, damaged or used in a way that goes beyond normal inspection.

If the product has been installed, forced into place, overtightened, scratched, damaged, modified, marked, excessively worn, returned with missing parts or returned in a condition that affects resale, we may refuse the return or reduce the refund where permitted by law.

This does not affect your statutory rights.

3. Installation-related damage

SOLODock products require careful installation and alignment.

We cannot accept a normal change-of-mind return where the product has been damaged by:

Incorrect installation
Overtightening screws
Forced fitting
Poor cable alignment
Unsuitable desk material
Modification or disassembly
Misuse or accidental damage
Heat exposure
Debris, grit or lack of cleaning
Use with incompatible devices, cases, skins, cables or accessories

Damage caused during installation or use is not treated as a product fault unless the issue was caused by a manufacturing defect.

4. Faulty or damaged items

If your order arrives faulty, damaged or not as described, contact us as soon as possible at help@solodock.co.uk.

Please include:

Your order number
Photos of the product
Photos of the packaging, if damaged in transit
A clear description of the issue

Do not throw away the packaging until we have reviewed the issue, as it may be needed for a courier claim.

If the product is confirmed to be faulty, damaged on arrival or not as described, we will offer an appropriate solution. This may include a replacement, replacement part, repair, refund or return.

Your statutory rights are not affected.

5. Cosmetic marks and normal wear

SOLODock products are designed to be practical, durable and carefully finished, but normal use can create signs of wear over time.

Small surface marks, light scuffs, contact marks, dust-related marks, rubbing, layer-line appearance, minor cosmetic variation or wear from repeated use are not usually classed as faults.

Because SOLODock is used with your own MacBook, desk, cables and accessories, we cannot guarantee that devices, desks, cables or accessories will remain completely mark-free during long-term use.

You are responsible for keeping the dock, MacBook contact areas and surrounding surfaces clean and free from dust, grit and debris.

6. 3D printed finish and material variation

Some SOLODock products are 3D printed in small batches.

This means minor layer lines, small surface variations, slight finish differences or small cosmetic differences may be visible. These are normal for 3D printed parts and do not usually affect function.

A product will not be treated as faulty simply because of normal 3D printed texture, layer lines or minor cosmetic variation.

7. Return shipping costs

For change-of-mind returns, you are usually responsible for return shipping costs unless we agree otherwise or the law requires otherwise.

We recommend using a tracked or signed return service and keeping proof of postage.

You are responsible for making sure the return is packaged safely. If the item is damaged in return transit because it was poorly packaged, this may affect your refund.

If the item is faulty, damaged on arrival or not as described, we will handle the return in line with your statutory rights.

8. Refunds

Once your return is received and inspected, we will let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds are normally processed within 14 days of receiving the returned item, although your bank or payment provider may take additional time to show the funds in your account.

If the returned item is used, damaged, incomplete, missing parts or not in resellable condition, we may reduce the refund where permitted by law.

9. Exchanges and replacement parts

In some cases, we may offer an exchange or replacement part instead of a refund.

This may apply if:

The wrong item was sent
A part is missing
A small component needs replacing
There is a confirmed manufacturing defect
A replacement part solves the issue more efficiently

If you need help with a fitment, cable alignment or installation issue, contact us before returning the product. We may be able to help you fix the issue without needing a return.

10. Non-returnable situations

We may refuse or reduce a return where the item has been:

Installed and damaged
Modified, drilled, cut, sanded or altered
Damaged by overtightening or forced use
Damaged by heat, impact, bending or misuse
Returned with missing parts
Returned dirty or contaminated with debris
Used with incompatible devices, cases, skins or accessories
Damaged after delivery by the customer or third-party products

This does not affect your statutory rights for faulty or not-as-described goods.

11. Order cancellations

If you need to cancel an order, contact us as soon as possible at help@solodock.co.uk.

If your order has not yet been processed or dispatched, we will do our best to cancel it.

If your order has already been dispatched, you may need to follow the normal returns process once the item arrives.

12. International returns

International customers can request a return within the same 30-day return period.

For change-of-mind returns, international return shipping costs, customs charges, duties, import taxes or handling fees are usually the customer’s responsibility unless the item is faulty, damaged on arrival or not as described.

If a returned international parcel creates customs, courier or handling charges, these may be deducted from the refund where permitted by law.

13. Warranty

SOLODock products include a 12-month warranty against manufacturing defects, unless stated otherwise.

The warranty covers defects in materials or workmanship under normal use.

The warranty does not cover:

Normal wear and tear
Cosmetic wear or marks
Incorrect installation
Overtightening
Forced fitting
Misuse or accidental damage
Heat damage
Dust, grit or debris damage
Modification or disassembly
Damage to MacBooks, desks, cables, monitors or third-party accessories

If you believe your product has a manufacturing fault, contact us with your order number, photos and a description of the issue.

14. Statutory rights

Nothing in this policy affects your statutory rights.

If your item is faulty, damaged, not as described or does not meet your legal rights as a consumer, you may be entitled to a repair, replacement, refund or other remedy under applicable consumer law.

15. Contact

For returns, refunds or warranty questions, contact:

help@solodock.co.uk